IT departments 

 

At the core of IT service management lies the processing of calls (incidents). TOPdesk enables you to do more than just record these incidents – these incidents become an integrated part of the workflow of your IT department, allowing you to proactively support your organisation.

Monitor your organisation with one application

Processing incidents, service requests, questions, complaints, maintenance and malfunctions are just a few of the tasks that an IT department carries out on a daily basis. In order to process these calls smoothly and correctly, a quick and accurate registration of data is essential.

 

A good overview means that your help desk employees always have the relevant information at hand to process the calls. In TOPdesk you register not only incidents, but also the persons and objects (hardware, software, inventory) involved. These data can be easily imported from third party databases such as Active Directory. From help desk employee to supplier, from branch to workplace – you can monitor your entire organisation with just one application.  

Workflow

Incoming calls can be recorded by your front office or directly by your end users via email or TOPdesk's Self Service Desk. Tools such as standard solutions help the front office engineer to quickly resolve frequently asked questions. Via a personal workflow or by printed work orders, the back office then carries out the tasks, processing incidents, maintenance, structural problems, activities and projects. You can view both your own workflow and that of your team.

 

At important events TOPdesk automatically notifies the relevant persons in the process flow, e.g. by sending an email to the caller of the incident when it has been resolved. TOPdesk supports the complete process flow from A to Z.

 

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